The player's withdrawal is delayed for almost a month. Since we have not received any response from the casino, we were forced to close this complaint as 'unresolved'.
This casino did not make the payment. I hereby inform you of my extreme concern regarding my withdrawal request at National Casino. On the 30th of January 2023, I requested a withdrawal of €670 from my National Casino account, however after checking my Skrill account, I noticed that the withdrawal was still not processed. To substantiate my claim, I attached a complete and detailed statement from my Skrill account, which clearly shows that no transactions were processed worth €670, I contacted Skrill and was informed that the transfer I requested on 30th January was reversed for reasons beyond my control. to Skrill.
NationalCasino customer support only sends automatic responses and they don't pay what they owe me.
Be very careful with this casino
Yours sincerely,
Carlos Guedes
Hello Straca97,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with National Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hello,
my account was already verified months ago, I even made other withdrawals, but this one never reached my account, all with real money. I have already sent my statement which does not contain the amount transferred and the reply from Skrill (digital wallet where the supposed transfer was made), where I was told by Skrill support that the transfer was reversed for reasons beyond Skrill and that it did not exist no further attempts on the part of the casino. NATIONAL CASINO no longer responds for more than 4 days.
Thank you Straca97 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Straca97,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite National Casino to join the conversation and participate in the resolution of this complaint.
Dear National Casino,
Can you please provide an update on the status of the player's withdrawal? Why has the payment been reversed?
Kind regards,
Tomas
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Straca97,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.
The complaint will be closed as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
In case you need any help, please contact me at tomas.k@casino.guru.
Best regards,
Tomas